Customer Service Dispatcher I

Hackbarth Delivery Service•Mobile, AL

12d•$18 - $19

About The Position

At Hackbarth Delivery Service, Inc., the Customer Service Dispatcher I responds to customer inquiries, processes orders, and handles internal and external communications promptly, courteously, and effectively. The role handles customer orders, issues, and inquiries according to company procedures; researches and helps resolve service problems; provides timely updates; and escalates issues when appropriate. It processes customer orders, verifies on-hand inventory for shipping orders, and generates the paperwork and information needed for customer work orders. The dispatcher also coordinates and directs truck and freight movements to support efficient, timely pickups and deliveries. The position maintains customer relationships and communications, coordinates with terminals and drivers, manages shipping and receiving paperwork and files, schedules inbound and outbound freight, and records customer interactions in appropriate software. It tracks vehicle movements using GPS or other software and arranges responses to emergency assistance or repair needs. The role also participates in training, adapts to evolving customer needs and technology, represents Hackbarth’s values in the community, and uses office technology and business systems. The schedule is Monday through Friday, 9:30 a.m. to 6:00 p.m., with rotating Saturdays. Compensation is $17.50–$19.00 per hour.

Requirements

Associate degree and at least 2 years of experience, or high school diploma and 5 years of experience.
Experience in customer service.
Experience in database management.
Experience in order entry and invoicing.
Basic knowledge of transportation documents and inventory.
Experience managing multiple projects and schedules.
Proficiency in Microsoft 365 applications, including Excel, Word, and Outlook.
Ability to work effectively with internal and external individuals, including other professionals in the community.
Ability to work effectively as a team member.
Ability to communicate effectively with varied internal and external audiences in person and through phone, email, messaging, and other approved electronic media.
Ability to manage time and work effectively with minimal supervision.
Ability to manage multiple priorities simultaneously.

Responsibilities

Respond to customer inquiries through phone, email, portals, and other approved channels; provide order-status updates, research and help resolve questions or complaints, and escalate when appropriate.
Process customer orders and provide pricing and delivery information.
Verify on-hand inventory sufficiency for shipping orders and generate related paperwork and information for customer work orders.
Act as a liaison between terminals and customers in account administration, and between the office and customers regarding invoicing and credit changes.
Oversee shipping and receiving paperwork and related files, including transmission and maintenance of paperwork in customer portals as needed.
Schedule inbound and outbound freight in accordance with company operations.
Build and maintain effective relationships and clear communications with customers and other necessary parties.
Record customer interactions and transactions, including inquiries, complaints, comments, and actions taken, in appropriate software.
Maintain contact with line-haul drivers, independent contractors, and employee drivers; track movements using GPS or other software and maintain and update company records.
Receive information and dispatch assistance for emergency needs or repairs to appropriate internal and external parties.
Communicate with line-haul drivers and terminals while they are en route to customer or wholesaler pickups and deliveries.
Participate in internal and external training, develop skills, and adapt to changing customer needs, processes, and technology.
Understand and describe key components of Hackbarth’s lines of service, and represent the company’s values in the community.
Use standard office technology, Microsoft 365 applications, customer portals, Xcelerator, and other approved business systems.